When people say that the world is shrinking, they usually don’t mean it literally. Yet that’s…
Category: – Articles
New Rules of Engagement for Contact Centres
The way that customers engage with businesses has irreversibly changed. Contact centres need to adapt: consumers…
The Foundational Pillars of Omni-Channel Success
Many organisations want to provide an omni-channel experience, but few are actually doing it well consistently.…
SVL Business: PULL OVER – We’re the Real-time Police!
I started my career in resource planning, not quite at the time when you had to…
Contact Centre Confusion Over Ofcom Outbound Regulations
There are estimated to be 6,200* contact centres in the UK, with perhaps a quarter of…
Why Agent Engagement Hinges on Tool Effectiveness
If organisations want to deliver a great customer experience, it’s important to create a great agent…
The future of the Contact Centre – Genuine Omni-Channel
The future of the contact centre – genuine omni-channel engagement Joe Rabah, Managing Director for EMEA,…
NLP & Pursuit of Customer Self-Service Excellence
Natural language processing and the pursuit of excellent customer self-service – Stephen Ball, Senior VP Europe…
Contact Centre Superagents – 6 Reasons to Celebrate
Rather than fear robots taking over the contact centre, Nick Smith at Teleopti says it’s time…
The Rise of the Collaborative Contact Centre
The Rise of the Collaborative Contact Centre – John Finch, AVP Product Marketing, RingCentral Traditional contact…
Can Successful Automated Customer Self-Service Be Achieved?
Successful automated customer self-service can only be achieved through mastery of natural language processing, says Aspect…
World Cup Excitement Has Little Impact on Consumer Spending
World Cup excitement has little impact on level of consumer spending, finds new research from Aspect…
Cost vs Capability: Delivering the Highest, Sustainable Quality
Cost vs Capability: delivering the highest, sustainable quality- Reuben Singh, CEO at alldayPA and Isher Capital…
Sitel Predict How World Cup will Impact Customer Service
As brands take their battles for sales, to this year’s World Cup, Sitel, the UK’s leading…
Parseq: Smart Cities and the Opportunity for Brands
The concept of the smart city might sound like science fiction. Imagine an urban landscape where…
Top Contact Centre Trends Over Next 12 Months
Artificial intelligence, chatbots and automation are the trends that will experience the greatest growth in customer…
Plummeting Retail Figures Reflect Need for Better Omnichannel
Plummeting retail figures reflect critical need for better omnichannel customer experience, says Aspect Software Fall comes…
Incentives Shape the Future of Bank Contact Centre Culture
How incentives shape the future of bank contact centres’ culture, says Auriemma Consulting Group Financial service…
Customers Try to Resolve Issues Online Before Contacting a Contact Centre
Retail Report: 80% of Retail Customers First Try to Resolve Their Issue Online Before Contacting a…